Job Description
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The role is responsible for providing a professional first-line remote and onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
Working at NTT
Stakeholder engagement
Internal: engage with internal support engineer team, receive instructions, and manage escalation incidents to L2 Field Support Engineer or 3rd party vendors as necessary.
External: proactively act as first-line remote and onsite technical support for clients (including the analysis, assignment and escalation thereof).
Value Chain Linkage
• Service Operations
• Service Transition
Skills and attributes
Support Services:
Identifies and resolves technical problems following agreed procedures. Uses appropriate and standard tools to collect agreed performance statistics. Carries out agreed maintenance tasks. Uses and/or applies basic principles, theories and concepts.
Service Level Management:
Proactively monitors and logs the actual service provided, compared to that required by service level agreements.
Incident Management:
Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
Configuration Management:
Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
Problem Management:
Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
Work Outputs
Ensure operational infrastructure
They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard, they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.
Identify problems and errors
The L1 Field Engineer proactively identifies problems and errors and as they occur. He or she will log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.
Ensure resolution of incidents and requests
Investigate first line support calls assigned and identify the root cause of incidents and problems. Ensure the efficient and comprehensive resolution of incidents and requests. Escalate to L2 Support Engineer when unable to resolve within the stipulated time and/ or with the provided work instructions.
Incident management
They ensure incidents are updated with progress and resolution details in a timely manner using the ITSM Mobile Apps.
Shift handover
L1 Field Engineers that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. Complete and maintain any shift handover schedules.
Next career steps
• Service Delivery Field Support Engineer (L2)
Education required
• High school or associates degree (diploma) or equivalent experience
Certifications required
• ITIL v3 Foundation
• Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
• Cisco Certified Network Associate - Wireless (CCNA-WL)
• Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
• Cisco Certified Network Associate - Security (CCNA-SEC)
• Check Point Certified Security Administrator (CCSA)
• Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
• VMware Certified Professional vSphere
• Cisco Certified Network Associate - Data Center (CCNA-DC)
• MCSA+VCP, RHCE or equivalent
• Cisco Certified Network Associate - Video (CCNA-VID)
• Cisco Certified Network Associate - Voice (CCNA-V)
Additional certifications (preferred):
• Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)
• Cisco Certified Network Professional - Wireless (CCNP-W)
• Cisco Certified Network Professional - Security
• Check Point Certified Security Expert (CCSE)
• Certified Partner SE - Security
• Cisco Certified Network Professional - Data Center (CCNP-DC)
• Blue Coat Certified Proxy SG Professional
• Cisco Certified Network Professional - Voice (CCNP-V)
Work Experience Required
• 0-2 years’ work experience
• 0-1 years’ experience required in network/ security/ systems/ storage administration and Monitoring Services within a medium to large ICT organisation.
• Working knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Storage, Security etc)
What will make you a good fit for the role?
Standard career level descriptor for job level:
• Develops professional experience
• Applies policy and procedures to solve variety of issues
• Problems are moderate in nature
• Build productive internal and external working relationships
• Receives general instructions on routine work
• Receives detailed instructions on new work
• Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience
The role is responsible for providing a professional first-line remote and onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
Working at NTT
Stakeholder engagement
Internal: engage with internal support engineer team, receive instructions, and manage escalation incidents to L2 Field Support Engineer or 3rd party vendors as necessary.
External: proactively act as first-line remote and onsite technical support for clients (including the analysis, assignment and escalation thereof).
Value Chain Linkage
• Service Operations
• Service Transition
Skills and attributes
Support Services:
Identifies and resolves technical problems following agreed procedures. Uses appropriate and standard tools to collect agreed performance statistics. Carries out agreed maintenance tasks. Uses and/or applies basic principles, theories and concepts.
Service Level Management:
Proactively monitors and logs the actual service provided, compared to that required by service level agreements.
Incident Management:
Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
Configuration Management:
Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
Problem Management:
Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
Work Outputs
Ensure operational infrastructure
They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard, they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.
Identify problems and errors
The L1 Field Engineer proactively identifies problems and errors and as they occur. He or she will log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.
Ensure resolution of incidents and requests
Investigate first line support calls assigned and identify the root cause of incidents and problems. Ensure the efficient and comprehensive resolution of incidents and requests. Escalate to L2 Support Engineer when unable to resolve within the stipulated time and/ or with the provided work instructions.
Incident management
They ensure incidents are updated with progress and resolution details in a timely manner using the ITSM Mobile Apps.
Shift handover
L1 Field Engineers that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. Complete and maintain any shift handover schedules.
Next career steps
• Service Delivery Field Support Engineer (L2)
Education required
• High school or associates degree (diploma) or equivalent experience
Certifications required
• ITIL v3 Foundation
• Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
• Cisco Certified Network Associate - Wireless (CCNA-WL)
• Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
• Cisco Certified Network Associate - Security (CCNA-SEC)
• Check Point Certified Security Administrator (CCSA)
• Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
• VMware Certified Professional vSphere
• Cisco Certified Network Associate - Data Center (CCNA-DC)
• MCSA+VCP, RHCE or equivalent
• Cisco Certified Network Associate - Video (CCNA-VID)
• Cisco Certified Network Associate - Voice (CCNA-V)
Additional certifications (preferred):
• Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)
• Cisco Certified Network Professional - Wireless (CCNP-W)
• Cisco Certified Network Professional - Security
• Check Point Certified Security Expert (CCSE)
• Certified Partner SE - Security
• Cisco Certified Network Professional - Data Center (CCNP-DC)
• Blue Coat Certified Proxy SG Professional
• Cisco Certified Network Professional - Voice (CCNP-V)
Work Experience Required
• 0-2 years’ work experience
• 0-1 years’ experience required in network/ security/ systems/ storage administration and Monitoring Services within a medium to large ICT organisation.
• Working knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Storage, Security etc)
What will make you a good fit for the role?
Standard career level descriptor for job level:
• Develops professional experience
• Applies policy and procedures to solve variety of issues
• Problems are moderate in nature
• Build productive internal and external working relationships
• Receives general instructions on routine work
• Receives detailed instructions on new work
• Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience
💡 Quick Summary
Seeking a career-building opportunity? The VMware Engineer L1 position is now open for candidates interested in the Software Developer Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Software Developer Jobs is a plus.